Platform Analytics

Analytics help you compare activity across agents, calls, campaigns, and knowledge sources. Start with a business question and a consistent date range. This prevents a busy dashboard from becoming a list of numbers without a decision.

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Use analytics to answer

• How many calls are connecting and completing?
• Which agents handle the most conversations?
• Which outcomes are improving or declining?
• Where are failures or long calls increasing?
• How is usage changing over time?

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Use dashboard time ranges

The dashboard greets you with Good Morning / Afternoon / Evening, and Performance analytics and real-time voice operations. Filter by agent (All Agents or a specific agent) and date range. The dashboard provides 1 Day, 1 Week, 1 Month, and 6 Months views. Select one range and keep it consistent when comparing agents or measuring a change. KPI cards show Total Agents (Active) | Total Requests (Calls) | Campaigns (Live) | Qualified Leads (Converted) | Interested Leads (Warm). On Basic plans, dashboard analytics may show Upgrade your plan to access Dashboard Analytics. Dashboard widgets can include call trends, overall success rate, most-called agents, language distribution, campaign activity, and recent performance. The exact widgets depend on workspace access and available data.

• Total Interactions / Average Duration chart with Live Activity view.
• Overall Success Rate with percentage from N interactions, badges Optimal (≥70%), Moderate (≥40%), or Tracking, plus Success / Failure legend and View Logs.
• Most Called Agents listing top 4 agents with call counts and View All Agents.
• Language Distribution with per-language call counts and percentages plus Total Audio Calls.

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Read the main signals

Campaign reporting adds totals for contacts, completed calls, qualified leads, outcomes, and call volume. Agent analytics focuses on the performance and conversations of one selected agent.

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Investigate changes

Compare the same date range and filters before drawing conclusions. Open the related call records when a metric changes unexpectedly. Segment results by agent, campaign, call direction, or outcome to locate the source of a change. Compare enough calls to avoid treating one unusual conversation as a trend. Record the date of major prompt, knowledge, provider, or campaign changes. These markers make before-and-after comparisons easier to interpret.

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Turn a metric into an action

1. Identify the metric and time range that changed.
2. Narrow it by agent, campaign, direction, language, or outcome.
3. Open representative call records from the affected group.
4. Decide whether the cause is content, agent behavior, call setup, or contact quality.
5. Make one change and compare the same metric after enough new calls.

Success rate should be read with the configured business outcome. A high connection count does not necessarily mean callers reached the intended result.

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Benchmarks that deserve attention

Treat these as investigation triggers, not verdicts: success rate below 40% (Tracking band) for more than three days, transfer rate above a third of calls on an agent designed to resolve, average duration doubling week over week, or one agent absorbing most calls while siblings idle (routing or assignment error). Each trigger earns the same response - segment, sample records, single fix, remeasure - documented with dates so the next reviewer sees what was tried.